Vectra AI · 18 hours ago
Technical Customer Support Engineer (Central)
Austin, TX
Full-time
Remote
Mid, Senior Level
$65K/yr - $95K/yr
5+ years exp
Maximize your interview chancesArtificial Intelligence (AI)Cloud Security
Insider Connection @Vectra AI
Get 3x more responses when you reach out via email instead of LinkedIn.
Responsibilities
Working a customer-facing third-tier support queue.
Deep diagnosis of customer issues, including lab reproduction and source-code analysis.
Quantifying customer impact and prioritizing solutions both within and external to the Support team.
Engaging with both customers and the Sales organization through email, telephone and remote management sessions (e.g. WebEx, Zoom, GotoMeeting).
Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions.
Identifying, qualifying and documenting product, hardware, software and process improvements.
Developing Support processes, tools and documentation to further grow the Support organization.
Developing customer-facing content (e.g. knowledge-base, how-to guides).
Limited on-call/out-of-hours support for weekends/national holidays.
Collaborate with your colleagues on investigations and escalations.
Being the embodiment of a team player; cross functional collaboration and communication is vital.
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
Strong experience supporting an international customer base.
At least 5 years working in a technical support and/or escalation engineer role.
Experience in diagnosis and resolution of complex customer issues.
Expertise in Linux-based systems, their management, operation and application stacks.
Good understanding of current security technologies and risks.
Excellent understanding of TCP/IP network protocol suite including packet capture analysis.
Basic understanding of SQL and non-SQL databases.
Able to work as part of a geographically dispersed global Support team.
Initiative to proactively identify new issues and drive their resolution.
Some exposure to virtual environments.
Some exposure to cloud environments and support of cloud/SaaS applications.
Preferred
Scripting/programming, especially in Python and the bash shell.
Design and understanding of enterprise and data-center networks.
Proactively identify problem areas and be responsible for driving their resolution.
Good understanding of SQL and non-SQL databases.
Good understanding of virtual environments.
Good understanding of cloud environments.
Experience in security appliances and security software.
Experience in data interchange between dissimilar systems.
Benefits
Health care insurance
Income protection / life insurance
Access to retirement savings plans
Behavioral & emotional wellness services
Generous time away from work
Comprehensive employee recognition program
Company
Vectra AI
Vectra AI is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises.
501-1,000 employees
Funding
Current Stage
Late StageTotal Funding
$352.54MKey Investors
TCVAtlantic BridgeWipro Ventures
2021-04-29Series F· $130M
2019-06-10Series E· $100M
2018-02-21Series D· $36M
Leadership Team
Hitesh Sheth
President and CEO
Aaron Turner
SaaS CTO
Recent News
SecurityBrief Australia
2024-05-04
2024-04-13
Company data provided by crunchbase
